Service Representative Support

SM Shuntese Mason

Phoenix, AZ ***** 602-***-**** *********@*****.***

PROFESSIONAL

SUMMARY

Strategic Onboarding Specialist with well-established background in HR and recruitment processes. Adept in coordinating onboarding activities with excellent communication skills to interact with new hires and managers. Reliable and dedicated to utilizing industry's best practices.

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

SKILLS Onboard New Hires

Claim Verifications

Disciplinary Procedures

Onboarding New Employees

Customer Experience

Critical Thinking

Navigation

Strong Problem Solver

WORK HISTORY ONBOARDING SPECIALIST 07/2022 to 05/2023 Nurseio Phoenix, AZ

Pre-screened resumes prior to sending to corporate hiring managers for consideration.

Completed human resource operational requirements by scheduling and assigning employees.

Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency. Improved office efficiency by effectively managing internal communications and correspondence.

Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.

Verified applicant references and employment details. CUSTOMER SERVICE REPRESENTATIVE 09/2019 to 12/2021 Opendoor Phoenix, AZ

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.

PATIENT SERVICE REPRESENTATIVE 12/2020 to 08/2021

McKesson Phoenix, AZ

Verified eligibility and compliance with authorization requirements for service providers.

Fielded telephone inquiries on authorization details from plan members and medical staff.

Obtained and logged accurate patient insurance and demographic information for use by insurance providers and medical personnel. Tracked referral submission during facilitation of prior authorization issuance.

Prepared and distributed denial letters, detailing reasons for denial and possible appeal measures.

Contacted insurance companies to obtain prior authorization for medical procedures and medications.

CUSTOMER SERVICE REPRESENTATIVE 07/2016 to 08/2019 TTEC Phoenix, AZ

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.

TECHNICAL SUPPORT REPRESENTATIVE 02/2014 to 03/2016 Geek Squad - Best Buy Phoenix, AZ

Assisted customers in identifying issues and explained solutions to restore service and functionality.

Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Translated complex technical issues into digestible language for non-technical users.

Used ticketing systems to manage and process support actions and requests.

Provided Tier 1 IT support to non-technical internal users through desk side support services.

EDUCATION

No Degree MEDICAL BILLING AND CODING 12/2019

CHARTER COLLEGE, Vancouver, WA

High School Diploma 12/2015

FRANKLIN VIRTUAL HIGH SCHOOL, Tallahassee, FL

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